Service quality function deployment by the C-shaped QFD 3D matrix

Revising the interrelationship matrix of house of quality by the Kano model

Purpose

This study aims to revise the weights in the interrelationship matrix of the house of quality.

Desqign/methodology/approach

After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home appliance products in Iran has been selected as a case study.

Findings

Results indicated different sets of priorities derived from the two approaches. Particularly, the difference between the revised HoQ and the classic approach was due to the nonlinear relationship between CRs and PDCs.

Research limitations/implications

This study was performed merely on a single product of a company, and the case study results cannot be generalized to all of the home appliance industries.

Originality/value

Developing the application of the Kano model in computing and revising the weights of the cells in the interrelationship matrix of HoQ is the main contribution of this paper.

Developing a two-phase QFD for improving FMEA: an integrative approach

Purpose

The purpose of this paper is to propose an integrative approach for improving failure modes and effects analysis (FMEA).

Design/methodology/approach

An extensive literature review on FMEA has been performed. Then, an integrative approach has been proposed based on literature review. The proposed approach is an integration of FMEA and quality function deployment (QFD). The proposed approach includes a two-phase QFD. In the first phase, failure modes are prioritized based on failure effects and in the second phase, failure causes are prioritized based on failure modes. The proposed approach has been examined in a case example at the blast furnace operation of a steel-manufacturing company.

Findings

Results of the case example indicated that stove shell crack in hot blast blower, pump failure in cooling water supply pump and bleeder valves failed to operate are the first three important failure modes. In addition, fire and explosion are the most important failure effects. Also, improper maintenance, over pressure and excess temperature are the most important failure causes. Findings also indicated that the proposed approach with the consideration of interrelationships among failure effects, failure mode and failure causes can influence and adjust risk priority number (RPN) in FMEA.

Research limitations/implications

As manufacturing departments are mostly dealing with failure effects and modes of machinery and maintenance departments are mostly dealing with causes of failures, the proposed model can support better coordination and integration between the two departments. Such support seems to be more important in firms with continuous production lines wherein line interruption influences response to customers more seriously. A wide range of future study opportunities indicates the attractiveness and contribution of the subject to the knowledge of FMEA.

Originality/value

Although the literature indicates that in most of studies the outcomes of QFD were entered into FMEA and in some studies the RPN of FMEA was entered into QFD as importance rating, the proposed approach is a true type of the so-called “integration of FMEA and QFD” because the three main elements of FMEA formed the structure of QFD. In other words, the proposed approach can be considered as an innovation in the FMEA structure, not as a data provider prior to it or a data receiver after it.